AccountId: 011433970860
ContactId: 7487fcdb-d388-4ef2-aa38-01c2bc303ded
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311600 ms
Total Talk Time (AGENT): 122880 ms
Total Talk Time (CUSTOMER): 64367 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7487fcdb-d388-4ef2-aa38-01c2bc303ded_20250109T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Select Physical Therapy to get um benefits on each patient please.
[AGENT][POSITIVE] OK, I can help you with benefits and can I get your name again please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Miss [PII], what is your
[CUSTOMER][NEUTRAL] And here's the story, right?
[AGENT][POSITIVE] Yes, ma'am, that's correct. What is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is.
[AGENT][NEUTRAL] What is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] That's gonna be um [PII].
[CUSTOMER][NEUTRAL] Do you want a date of birth as well?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] That's gonna be 02502658 M as in mother, L as in Larry 8.
[AGENT][NEUTRAL] OK. Let me pull in her policy real quick.
[AGENT][NEUTRAL] OK, I am showing that [PII] does have an uh an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And let me look and see about specifics on um.
[AGENT][NEUTRAL] You said therapy, you need the benefit information on therapy, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me check on that for you. I'll need to pull her policy and so it's gonna take just a second while I pull that up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I'm still searching for it. It's gonna be just a moment. I have to read the policy.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK it does say that she is covered for physical therapy in a facility, and this is just to verify coverage it's not a guarantee of payment um her outpatient benefit.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] $2500 per calendar year and this policy helps.
[CUSTOMER][NEUTRAL] You said you said 2,0005.
[AGENT][NEUTRAL] Yeah, 2500.
[CUSTOMER][NEUTRAL] I'm sorry, you said it's too often.
[AGENT][NEUTRAL] And this policy helps with deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK, and what is that equivalent to 2500? Like how many pesos?
[AGENT][NEUTRAL] It doesn't have this, it's, it's a gap insurance that helps with deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And her outpatient benefit per calendar year to help with deductible, co-pay or co-insurance is $2500.
[AGENT][NEUTRAL] So she visits your facility and she has to pay a deductible or she has to pay a co-pay or she has to pay co-insurance, it would help with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's a she has the 60 $60 that would be, yeah, $1200 yeah, probably $2500. OK. Can I, sorry, can, do you have what's the initial of your last name, please?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][NEUTRAL] See, and can I have a place a reference number on the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much and you have a great one, OK?
[AGENT][POSITIVE] You too, thank you for calling [PII]. I hope you have a wonderful day too.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye-bye.